Get assistance for account verification delays, M-Pesa withdrawal issues, technical problems, bonus disputes, and betting queries through 24/7 live chat and email support channels. The support team handles hundreds of daily requests from Kenyan players facing KYC document rejections, payment processing errors, or platform functionality issues during peak weekend traffic.
Live chat operates continuously with average response times under 2 minutes during daytime hours, extending to 5-10 minutes during evening peaks when most Kenyan bettors contact support after matches. Email responses arrive within 4-12 hours depending on request complexity, while the help centre contains searchable articles covering common issues like document upload failures and bonus wagering calculations.
24/7 instant messaging available directly from account dashboard. Response times typically range from 1-5 minutes depending on current queue length and agent availability.
Detailed responses for complex issues including verification disputes and payment investigations. Expect replies within 4-12 hours during business days.
Self-service articles covering registration, deposits, withdrawals, bonuses, technical troubleshooting, and responsible gambling resources.
Verification document rejections lead contact volume, usually caused by blurry photos, cropped ID edges, or expired address proofs dated over 90 days old. Withdrawal delays rank second, often triggered by unverified accounts attempting transfers above 10,000 KES thresholds or mismatched deposit/withdrawal payment methods. Bonus disputes occur when wagering requirements remain unclear—players frequently overlook minimum odds rules or game contribution percentages during promotional terms review.
National ID, passport, or Huduma Namba rejections due to image quality, expired documents, or mismatched personal details between registration and uploaded files.
M-Pesa transfers stuck in processing, bank transfer timelines exceeding 48 hours, or card reversal issues requiring manual intervention from compliance teams.
Wagering requirements not tracking correctly, promo code entry problems, or free bet credits failing to appear after qualifying deposit confirmation.
Technical glitches during live betting sessions or casino gameplay generate urgent tickets, particularly when internet drops mid-round on Aviator or during penalty shootouts. Login failures after password resets or two-factor authentication SMS delays to Kenyan numbers create frustration, especially when major matches start and users cannot access accounts quickly enough to place opening bets.
Support agents guide users through KYC requirements including clear photos showing all four corners of national ID cards, passports, or Huduma Namba documents. Address verification demands utility bills, bank statements, or council tax documents dated within the last 90 days displaying your full name and residential location. Payment method confirmation requires screenshots of recent M-Pesa statements or card statements matching the registered name on file.
Common rejection reasons include glare on ID photos, shadows obscuring text, cropped document edges, or reflections from phone flash photography. Agents recommend natural lighting near windows during daytime hours and using document scanner apps that automatically detect edges and correct perspective distortion. Manual review processes for high-risk accounts or large withdrawal requests extend timelines from 2 hours to 48 hours maximum while compliance teams cross-check information against regulatory databases.
M-Pesa deposit failures usually trace back to incorrect paybill numbers, mistyped phone numbers, or network timeouts during transaction confirmation. Support instructs users to double-check till numbers displayed on deposit screens and verify M-Pesa PIN entry before submission. Failed transactions typically reverse automatically within 30 minutes, though occasional carrier delays extend this window to several hours during peak network congestion.
Withdrawal investigations focus on account verification status, recent deposit history matching withdrawal methods, and compliance with daily/monthly limits established under BCLB regulations. Agents escalate cases exceeding 72-hour processing windows to senior compliance officers who coordinate directly with payment processors and regulatory authorities when necessary. Users receive detailed transaction status updates through the support ticket system rather than generic automated replies during investigation periods.
Live chat handles 80% of urgent requests including login failures, bet placement issues, and immediate technical support during live events.
Email works best for complex verification disputes, payment investigations, and situations requiring extensive documentation or transaction history review.
Help centre resolves 60% of basic queries covering registration steps, deposit instructions, bonus terms, and basic troubleshooting steps.
